Customers who have to come back and spend, or customers who just don't want the hassle of leaving - those are the ones who are most worth attracting.

The truth won't set us free until we develop the skills and the habit and the talent and the moral courage to use it.

Certainty is no guarantor of correctness.

Everyone I know feels harassed by email which has invaded their waking and sleeping hours.

We have to see conflict as thinking and then get really good at it.

The biggest catastrophes that we've witnessed rarely come from information that is secret or hidden. It comes from information that is freely available and out there, but that we are willfully blind to.

Noise is a buffer, more effective than cubicles or booth walls.